Technical Support Specialist (Remote) Americas Business Hours -id-5551

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Job Title: Remote Technical Support Specialist

Company: MODX

Location: Remote

Job Type: Full-Time, Contract

About the Role:

MODX is looking for a passionate, detail-oriented, and customer-focused Technical Support Specialist to join our team. If you enjoy solving problems, have a knack for building or working with websites, and love helping people, this position is perfect for you! You will be part of our fully remote team, working with our open-source CMS, MODX Revolution, to provide exceptional support to our clients across the globe.

Responsibilities:

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  • Provide technical support to customers using MODX Cloud, helping them maximize their experience.
  • Respond promptly and accurately to customer inquiries using Zendesk.
  • Collaborate with team members via Slack and Basecamp to solve customer issues.
  • Troubleshoot and assist with websites built in MODX, WordPress, and occasionally Laravel.
  • Manage the migration of customer sites to MODX Cloud and between data centers.
  • Create or update documentation for both internal and customer-facing use.
  • Participate in on-call schedules for after-hours escalations (part of our follow-the-sun support model).
  • Help improve self-help resources and internal tools for customer support.

Qualifications:

  • Native-like fluency in English (both written and spoken).
  • Strong problem-solving skills and a passion for helping customers.
  • Ability to work independently and manage time effectively in a remote environment.
  • Experience with website building and content management systems (CMS).
  • Familiarity with HTML, CSS, JS, PHP, MySQL (bonus if you’ve worked with MODX).
  • Comfortable working with SSH and command-line environments.
  • Ability to quickly learn new skills and technologies.
  • Extra awesome if you can speak Dutch, German, or Russian!

Bonus Skills:

  • Experience with Ubuntu, nginx, and high availability (HA) environments.
  • Familiarity with Zendesk, Slack, and Basecamp.
  • Experience in troubleshooting various CMS platforms (MODX, WordPress, Laravel).

What We Offer:

  • Competitive pay and benefits based on location.
  • Unlimited paid time off as long as your work gets done.
  • Medical, dental, and vision insurance (US).
  • Free MODX Cloud hosting for you, your family, and close friends.
  • Paid travel to MODX Community events and conferences.
  • Funding to improve your home office setup, upgrade your computer, or purchase software.
  • Opportunities for career advancement within MODX.
  • A supportive, fully remote team culture.

How to Apply:

  • Write a cover letter that highlights your skills and why you want to work with MODX.
  • Answer three real-world support questions (e.g., Does MODX Cloud offer non-profit discounts? How do I install WordPress in MODX Cloud?).
  • Provide a link to your favorite restaurant website.
  • Submit your cover letter and CV via email with the subject line: “[Your Name] is Your Next MODX Support Specialist”.

What Happens Next:

  • After reviewing applications, we’ll invite selected candidates to take assessments and submit a 90-second video introducing yourself.
  • If selected, you’ll have a Zoom interview, followed by an extensive training period (~6 weeks).
  • As you gain experience, opportunities for advancement will be available, including the potential for leadership roles.

About MODX:
MODX is committed to building the best tools for organizations to create high-performance websites. Our team is fully remote, and we embrace diversity, collaboration, and continuous learning. We value problem-solvers who can make a significant impact on our growing company and the customers we serve.

Join MODX and help create amazing websites for clients around the world!

Technical Support Specialist (Remote) Americas Business Hours -id-5551

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